Specialist - Consumer Services

Position Summary: 

The Consumer Services Specialist position at Turtle Wax is responsible for handling complex consumer concerns, escalated complaints, and advanced troubleshooting inquiries. This role requires a problem-solving mindset, a high degree of professionalism, and the ability to navigate difficult conversations with irate or frustrated consumers. The ideal candidate will work to de-escalate situations, provide effective solutions, and ensure a positive resolution while maintaining consumer trust and satisfaction. 

Essential Job Duties and Responsibilities 

1. Manage a high volume of inbound and outbound calls, focusing on escalated or complex cases. 
2. Act as the primary point of contact for consumers requiring advanced troubleshooting or issue resolution. 
3. Utilize active listening and critical thinking to assess consumer concerns and provide tailored solutions. 
4. De-escalate highly emotional or difficult interactions with professionalism, empathy, and confidence. 
5. Investigate and resolve product issues, technical concerns, and order discrepancies in a timely manner. 
6. Liaise with Consumer Services Representative and warehouse contacts to expedite solutions for e-commerce consumers. 
7. Maintain detailed records of escalated cases in the CRM system (Gorgias) for tracking and reporting purposes. 
8. Meet and exceed personal/team Key Performance Indicators (KPIs) related to resolution time, satisfaction scores, and call handling efficiency. 
9. Assist with email and chat escalations, ensuring written communication aligns with brand tone and professionalism. 

Closing Statement: 

• Representation of Consumer Services in internal forums feeding back consumer issues/challenges and supporting relevant stakeholders in managing through to resolution. 
• Occasionally process and ship promotional item requests (Brand swag, additional supplies) 
• Occasionally process and ship refund checks 

• High school diploma or equivalent required; associate or bachelor’s degree preferred. 
• 3+ years of experience in a call center, consumer support, or similar role, with at least 1 year handling escalated or complex cases.  
• Strong background in de-escalation techniques and conflict resolution. A patient and empathetic attitude. 
• Familiarity with CRM systems (Gorgias beneficial) and ticketing systems. 
• Experience in eCommerce, retail, or consumer goods industries is a plus. Car / Detailing knowledge beneficial, but not required 
• Ability to multi-task, set priorities and manage time effectively 
• Phone skills, including familiarity with complex or multi-line phone systems. Computer literacy 
• Bilingual (Spanish, French, etc.) is a plus but not required. 

Working Conditions/Physical Requirements: 

• Normal office duties 
• Must have a designated and quiet home working environment 

EOE, including disability and vet

2025 Benefits at a Glance

At Turtle Wax, we offer a competitive and all-encompassing benefits package for our team members. Full Time Team members working a minimum of 30 hours per week are eligible for benefits on the first of the month following hire date. The benefits plan year begins on July 1 and ends June 30. Eligibility requirements and benefits offerings are subject to change.

Medical – Blue Cross and Blue Shield of IL. Turtle Wax offers multiple health plan options to best match each individual team members’ needs. Prescription Drug Benefits accompany each health plan as well.

Dental and Vision

Life, AD&D and Long-Term Disability Insurance

Flexible Spending and Health Savings Accounts.

Other Benefits Include: • Paid Time Off • Paid Holidays • Tuition Assistance • 401K with match. • Service Awards, Turtle Wax Product, Employee Assistance Program, Discounted Pet Insurance, Legal Plans